Welcome Manager

2 weeks ago

Wolverhampton, Wolverhampton, United Kingdom NATIONAL TRUST Full time

We have an exciting opportunity to lead a small team of welcome staff and volunteers at property. The team you lead will be our visitor's first point of contact for Moseley and the National Trust and you'll lead for high standards in all areas of our visitor's welcome and experience.

As Welcome Manager, you'll use your skills in people management, developing outstanding customer service and leading on risk management. Your role will also include leading the team on nominated weekends and bank holidays.

Internally you'll be known as a Welcome Manager (Band 2).

What it's like to work here

You'll report to the Property Operations Manager, forming a leadership team of five. You'll line manage a team of three, playing a critical role in delivering our ambitious plans.

Moseley Old Hall is the former farmhouse famous for sheltering Charles II after the Battle of Worcester in 1651. This gem of a property has ambitious plans and is undergoing exciting developments, including new accessible paths and play equipment to ensure visitors have the best experience possible and ensure we can continue to conserve the indoors and outdoor spaces in our care. Your understanding and enthusiasm of these developments will be a big part of delivering the role. Visitors also enjoy tours of our Hall, handmade refreshments in our Tearoom and our acres of outdoors to connect with nature.

What you'll be doing

You'll have overall responsibility for the team, their safety and working practices and will work closely with the Property Operations Manager to develop the site offer.

You'll have responsibility for the day to day operation of the welcome area and ensure the delivery of the highest standards of service and visitor experience, using good judgement and decision making, in line with National Trust guidelines and policies. Using your creativity and communication skills, you'll inspire and motivate your staff and volunteers, and help provide the friendly face of the National Trust to thousands of visitors. You'll engage with all our visitors to inspire support and will be responsible for monitoring key measures of success such as membership and second hand bookshop sales. You'll also lead our small facilities team in the day to day maintenance of the site and be the point of contact for group bookings.

Who we're looking for

To deliver this role successfully, you'll need:

  • Good practical experience in visitor business, in tourist, heritage or relevant visitor services environment.
  • Naturally curious about people, and with a passion to and experience of delivering the highest standards of customer service.
  • Excellent organisational skills.
  • Confident leader, adaptable and responsive under pressure.
  • Ability to initiate service recovery without senior support.
  • Good IT skills (all MS Office).
The package

The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too.

  • Substantial pension scheme of up to 10% basic salary.
  • Free entry to National Trust places for you, a guest and your children (under 18).
  • Rental deposit loan scheme.
  • Season ticket loan.
  • EV car lease scheme.
  • Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts.
  • Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria.
  • Flexible working whenever possible.
  • Employee assistance programme.
  • Free parking at most Trust places.
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